Customer Success Manager
Location: US, CA, San Jose
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Customer Service

Company profile:
SLI Systems is a SaaS company revolutionizing the way online retailers do business. SLI works closely with online retailers—like Sports Authority, and 7 for All Mankind—to improve the search experience for their customers. By monitoring consumer behavior and search terms, SLI is able to direct shoppers to products they’d be interested in—making searches quicker and more efficient. SLI Systems is dedicated to revolutionizing e-commerce and helping its clients grow their user bases, numbers, scope, and clientele.

Job description:
A highly successful eCommerce software vendor is seeking a Customer Success Manager (CSM) who will be both implementing new customers, and supporting existing customers. You will be responsible for providing best practice guidance regarding eCommerce and product merchandising, helping our customers achieve measurable success with our products. This is done through direct communication, via the phone and email. This position acts as the primary point of contact between SLI Systems and the client base, and as such the candidate should be professional, articulate and energetic. You will be handling all requests and issues and should also have excellent time management skills.ResponsibilitiesEnsure the timely and successful deployment of our software to our customersClosely monitor success metrics and conduct regular reviews with customers to discuss opportunities for improvementDisseminate product best practices and industry specific advice regarding eCommerce and product merchandisingRespond to client request regarding SLI productsInterface with engineering to resolve customer support issues/questionsEscalate critical customer issues; provide summary of the overall ‘health’ of the account and use of our servicesServe as an advocate for your customers in driving the improvement and evolution of our products and servicesEstablish and build strong customer relationships over time that allow for continuity, and ongoing representationTrain customers on the use of SLI productsProvide input to Product Managers on new services/products/features requested by clients

Requirements:
Bachelor’s Degree and a minimum of 2 year work experience in a technical client services/relationship roleOutstanding verbal, written, presentation and interpersonal communication skillsExperience providing pre-sales assistanceSolid time management and prioritization skills. Ability to handle multiple tasks and initiatives at the same time.Sufficient business acumen and exceptional customer service approachExperience working with multiple departments and senior management to implement company objectivesUnderstanding of XML, HTML and JAVAMust be able to present technical concepts to non-technical usersProven ability to work independently, without administrative supportAttention to detail, highly organized, with an absolute focus on quality of workPositive, self-starter attitude with desire to exceed client expectations and ability to work extended hours when requiredKnowledge of eCommerceKnowledge of Product merchandisingFamiliarity with Search Engine Optimization

Benefits:
What do current employees say?  ­   “People truly care and support each other professionally and personally. Transparency and trust are high throughout the teams, leadership and globally across offices. The company is also very focused on feedback from customers and look to them to help improve the products and service.”­   “Despite the recent growth everyone still finds time to sit down together.”­   ”The people are smart, experienced, and self-made. There are tons of fun company-wide and office-wide events, gatherings, games, etc that happen every month, which gives employees more to look forward to and helps build a community within us. The VPs are on top of their game, and are always willing to assist anyone and everyone, not just within their department. Also, the size of the company allows for each voice to be heard and for changes/ideas to be implemented more quickly.“